Background to this inspection
Updated
7 March 2020
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
This inspection was completed by one inspector and one Expert by Experience. An Expert by Experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own homes.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
This inspection was announced.
We gave the service 72 hours notice of the inspection. This was because the service is small we wanted to be sure there would be people at home to speak with us. We also needed to ensure the provider or registered manager would be available to speak with us.
Inspection activity started on 13 January 2020 and ended on 16 January 2020. We made telephone calls to people and their relatives on 14 and 15 January 2020 and we visited the office location on 16 January 2020.
What we did before the inspection
The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.
We reviewed information we had received about the service since the last inspection. We sought feedback from the local authority, Healthwatch and professionals who work with the service. Healthwatch is an independent consumer champion that gathers and represents the views of the public about health and social care services in England. We used all of this information to plan our inspection.
During the inspection
We spoke with five people who used the service and seven relatives about their experience of the care provided. We received feedback from three healthcare professionals. We spoke with 11 members of staff including the provider, care staff, nursing staff, members of the clinical team and the registered manager.
We reviewed a range of records. This included three people’s care and medication records. We looked at two staff files in relation to recruitment. A variety of records relating to the management of the service, including policies and procedures were reviewed.
After our inspection
We communicated with one person via email. We continued to seek clarification from the provider to validate evidence found and to request further evidence.
Updated
7 March 2020
About the service
C.L.C.A Company Limited is a domiciliary care service providing personal and nursing care to 18 people at the time of the inspection. The service supports children and adults with nursing care in their own homes. People have significant health conditions, long-term illnesses and complex nursing needs, such as tracheostomy and ventilation care, neurological and spinal injury.
Not everyone who uses domiciliary care services receives personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided.
People’s experience of using this service and what we found
People were supported by staff who were exceptionally kind and caring. Staff were committed to ensuring people experienced high quality care. People’s care often exceeded their expectations and helped them to fulfil their goals. Staff respected people’s privacy and dignity.
The provider tailored staff training to meet the individual needs of each person who used the service. The provider fully understood people's individual needs and ensured staff delivered their care in a way that met those needs. The provider and staff went the extra mile to give people opportunities to live as full a life as possible.
The whole service had an exceptionally strong person-centred culture. People felt in control of their own care, listened to and their opinions valued. There was strong leadership and staff at all levels followed the ethos of the service. The provider ensured people were equal partners in their care and supported them to experience and achieve positive outcomes. The provider’s governance systems ensured high quality care was delivered and people received safe care and treatment.
People were supported by enough staff to safely meet their needs. Staff were aware of the risks to people and supported them in a way which minimised those risks. Staff understood how to keep people protected from the risk of abuse and avoidable harm. They were confident to report any concerns they may have about people's safely. People’s medicines were managed safely and good infection control practices were used by staff.
People were supported by well trained staff. People were supported to maintain good health and had access to healthcare services. Staff worked with a range of health professionals to ensure they knew and could support people's care needs. People were supported to maintain good nutrition.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
The last rating for this service was good (published 17 August 2017). Since this rating was awarded the service has moved premises. We have used the previous rating to inform our planning and decisions about the rating at this inspection.
Why we inspected
This was a planned inspection based on the previous rating.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.